KPI tree preview. Document date 11/1/16
Name Description Performance Value
IT KPIs This IT scorecard is an example of how a strategy scorecard can help to track the performance of information technology unit in an organization, and align efforts of IT with company's strategy. Read more: http://www.bscdesigner.com/it-kpis.htm 34.73%
Financial Perspective 80.3% 174.67
Achieve cost efficiency for IT 80.3% 174.67
IT expense as a percentage of total expense Running internal business systems or maintaining a website is neither your core competency, nor something that generates sales for you; this idea should be reflected in your expenses structure – pay enough to keep systems running smoothly, but don’t chase around for cutting-edge technologies. 91.67% 4
IT expense per employee On the one hand you need to equip your team with appropriate tools, on the other hand you need to know where to stop. Compare your data with benchmarks in your industry to make some conclusions. 80% 400
Support expense per user Similar to the previous one. Having high support expenses (compared to the industry average or your own historical data) might indicate a potential problem. For example, your employees might contact IT too often because there are no clear manuals or people simply were not trained to use informational systems. 69.23% 120
Professional and time effective technical support 61.11% 14
Stable product/service 90.91% 5
Easy to user IT systems 78.33% 52.33
Customer Perspective 0% 0
Professional and time effective technical support 83.33% 4
Request response time This will work as a leading indicator for the business goals related to the user/employee engagement. The faster an IT team responds to the support queries, the higher the engagement rate that is expected. 83.33% 4
Stable product/service 90.91% 5
The number of critical problems reported by user Problems appear every day, but it is important to learn what critical problems were found and prevented by your internal team, and what critical problems were reported by the end users (=affected your brand as a result). 90.91% 5
Reliable IT architecture Develop and support reliable IT architecture 84.87% 99.51
Easy to user IT systems 78.33% 52.33
Business system use Take some business system in your company (CRM, ERP, or BI dashboard), define an interval (for example 7 days) and calculate the percentage of registered users who used the system within the defined time interval. Compared to the historical data, this is a good lagging indicator for user engagement as well: if there is a top-notch computer software, but no one actually uses it, then it's time to start asking questions. 70% 70
Time to register a new account 80% 2
Account creation success rate 85% 85
Improve user experience Revise product interface; improve user training program. 0% 0
Internal Process Perspective 28.29% 33.17
Training & Knowledge Base 0% 0
Quality Assurance Initiatives 86.96% 5
Reliable IT architecture Develop and support reliable IT architecture 84.87% 99.51
Availability (uptime) Calculated as MTBF/(MTBF + MTTR). Applied to your internal systems, network, website, etc. 100.26% 99.99
Downtime related to security issue A lagging indicator for the IT security initiatives. For the leading actions one might plan regular security audits by experts. 62.5% 18
Mean Time Between Failures (MTBF) Average time between failures. 76.71% 280
Mean Time to Repair (MTTR) Compare this indicator to the industrial benchmark. For example, if your service provider takes too much time to repair, then find someone who will do a better job. 100% 0.04
Proactive security plan 98% 98
Improve user experience Revise product interface; improve user training program. 0% 0
Analyze user engagement issues
Learning & Growth Perspective 92.48% 51.5
Quality Assurance Initiatives 86.96% 5
The number of returning problems Is a good lagging indicator of your improvement efforts: if your team did well first them, then less repeat problems will appear. 86.96% 5
Proactive security plan 98% 98
Restore success rate Emulate system crash, track the % of data restored and restoration time. Such emulation will generate an action plan for IT system improvement. 98% 98
Analyze user engagement issues